Purpose of the Role
You will lead the Customer Services team and be a result’s driven, people manager with considerable understanding of customer service excellence within the service industry. You will drive operational improvement to always ensure consistent and positive customer interactions across all touchpoints. You will be able to Collaborate with cross-functional teams to enhance customer satisfaction, a clear decision maker and adept in Developing and implementing customer experience strategies and initiatives. The role will include centre duty manager shifts.
Key Responsibilities
• You will Report to the Soft Service Manager
• Duty Manager shifts (includes evenings & weekends).
• Develop strong relationships with centre teams and management
• Work closely with the Retail Liaison manager to ensure we are supporting our retailers.
• Drive a world class shopping & leisure environment and deliver customers a VIP experience ensuring the servicing teams understand centre aspirations and the expected performance.
• Attend weekly management meeting, aligning performance with business objectives, strategic plans, service delivery and commercial performance
• Live the company values – 5 E’s, Expect, Environment, Engage, Experience, Evolve.
• Manage department service charge spend and have proactive involvement in yearly department budgeting.
• Leadership, Management, and development of a team of site-based operatives to ensure confidence and excellence in customer service and operational delivery.
• Lead regular team briefings and yearly performance reviews.
• Work in partnership with the centre HR Manager to ensure compliance with employment legislation and best practice HR procedures are always met.
• Manage and ensure compliance with all aspects of Health & Safety / Quality Assurance / Environmental requirements.
• Encourage and develop a passion for excellence in delivering customer service across the whole centre team.
• Monthly management reporting.
• Develop strong, energetic relationships with retailers through varying forms of engagement.
• Development of innovation and best practice standards across all operational aspects of service delivery, making sure all customer service training is up to date with all departments.
• Day to day management of the centre gift card programme
Essential experience
* Experience of business continuity planning, the management and assessment, involved for event planning and delivering events successfully
* Previous demonstrable experience in building and inspiring teams to perform to their maximum ability
* A sound understanding of the Data Protection Act and the management and release of data.
* Good knowledge of IT systems.
* Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation.
* Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
Working Hours - 40 hours pw – Will include weekend and evenings
Salary - £38,143.00
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Please see our Benefits Booklet for more information.